Service Delivery Manager

3 weeks ago

Perth, Western Australia Carrier Full time
Service Manager Job Description

About the Role

We are seeking a highly skilled Service Manager to oversee and manage all aspects of our service delivery process. As a key member of our team, you will be responsible for leading a team of service technicians and subcontractors, optimising resources, ensuring financial performance meets targets, and driving EH&S initiatives.

Key Responsibilities:

  • Lead, manage, and mentor a team of service technicians, apprentices, and subcontractors.
  • Promote a positive work environment that encourages teamwork, accountability, and continuous learning.
  • Recruit, interview, hire, and train technicians to meet workload demands and fulfill customer requirements.
  • Organise and deliver relevant internal and external role meetings.
  • Collaborate with Service Planners, Service Administrators, and other functional team members to ensure the delivery of service, maintenance works, and business requirements.
  • Oversee and manage the entire service delivery process, from initial service requests to contract renewals.
  • Manage the procurement of parts, materials, and tools necessary for maintenance, repairs, and emergency service calls.
  • Backlog (WIP) management, including forecasting, monitoring, and reporting the financial performance of service agreements, service repairs, and quoted works.
  • Review work orders, invoices, and resource expenditures for accuracy and efficiency in managing accounts receivable.
  • Address customer complaints and conduct satisfaction investigations to develop improvement plans.
  • Identify potential opportunities through the existing client base to generate new leads for the sales support team.
  • Provide technical expertise and support during the sales process.
  • Monitor and achieve key performance indicators (KPIs) such as productivity, revenue, contract margins, and PM completion.

Requirements:

  • To be successful in this opportunity, you must have:
  • Possess in-depth technical knowledge and qualifications in HVAC and/or refrigeration disciplines.
  • Demonstrated ability to manage and lead teams, fostering a collaborative and positive work environment to achieve common goals.
  • Exhibit a proactive and resourceful approach to problem-solving, showing the ability to take initiative and find innovative solutions.
  • Goal-driven with a keen eye for detail, ensuring high-quality service delivery and achieving desired outcomes.
  • Able to communicate clearly and concisely with team members, customers, and stakeholders, fostering positive relationships and effective collaboration.
  • Possess strong organisational abilities, enabling efficient management of tasks, resources, and time.
  • Familiarity with service processes and experience using Enterprise Resource Planning (ERP) software to streamline operations and enhance efficiency.
  • A team player with a can-do attitude who is agile, embraces change, and leads by example.
  • Ability to analyse data and information effectively, enabling informed decision-making and continuous process improvement.
  • Experience in managing accounts or driving business development within the HVAC service industry, showcasing the ability to build and maintain strong customer relationships.

Benefits:

  • Attractive salary package + Full-time opportunity.
  • Excellent job stability + Ongoing training and development opportunities.
  • Inclusive work environment + Supportive management team.

About Carrier

Carrier Global Corporation is a global leader in intelligent climate and energy solutions. We are committed to creating solutions that matter for people and our planet for generations to come. Our diverse workforce puts the customer at the center of everything we do.

Join Our Team

We believe in diversity and inclusion and welcome applicants from different backgrounds. This includes First Nations people, people with disability, LGBTIQA+, and all cultural and language backgrounds.

Equal Opportunity Employer

Carrier is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, age, or any other federally protected class.

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